Accessibility Plan and Policies for TransCore Link Logistics
This 2014-21 accessibility plan outlines the policies and actions that TransCore Link Logistics will put in place to improve opportunities for people with disabilities.
Statement of Commitment
TransCore Link Logistics is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.
Accessible Emergency Information
TransCore Link Logistics is committed to providing the customers and clients with publicly available emergency information in an accessible way upon request. We will also provide employees with disabilities with individualized emergency response information when necessary.
Providing Goods and Services to People with Disabilities
TransCore Link Logistics is committed to excellence in serving all customers including people with disabilities. It will carry out its functions and responsibilities in the following areas.
TransCore Link Logistics will communicate with people with disabilities in ways that take into account their disability. It will train its team members who communicate with customers on how to interact and communicate with people with various types of disabilities. Telephone Services The Company is committed to providing fully accessible telephone service to its customers. It will train its team members to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. TransCore Link Logistics will offer to communicate with customers by way of web-based customer care request, e-mail or fax if telephone communication is not suitable to their communication needs or is not available.
TransCore Link Logistics is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from its goods and services. It will ensure that its team members are trained and familiar with assistive devices that may be used by customers with disabilities while accessing TransCore Link Logistics’ goods or services.
Orders and Billing
TransCore Link Logistics is committed to providing accessible order placements and invoices to all of its customers. For this reason, order placements and invoices will be provided in the following formats upon request: hard copy, e-mail, fax and web-based access. TransCore Link Logistics will answer any questions customers may have about their orders or the content of an invoice in person, by telephone or e-mail.
Use of Service Animals and Support Persons
TransCore Link Logistics is committed to welcoming people with disabilities who are accompanied by a service animal on the parts of TransCore Link Logistics’ premises that are open to its customers or to other applicable third parties. TransCore Link Logistics will ensure that its team members dealing with such customers and third parties are properly trained in how to interact with people with disabilities who are accompanied by a service animal. TransCore Link Logistics is also committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter the premises with his or her support person without payment of any fees. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on the TransCore Link Logistics’ premises.
Notice of Temporary Disruption
TransCore Link Logistics will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if available. The notice will be placed at all entrances on the affected premises.
TransCore Link Logistics will provide training to employees, volunteers and other staff members on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees, volunteers and other staff members. TransCore Link Logistics will take the following steps to ensure employees are provided with the training needed to meet Ontario’s accessibility laws by January 1, 2013. Employees with customer contact will be trained using the web-based training located at: http://www.mcss.gov.on.ca/en/serve-ability/index.aspx. New employees, having contact with customers, will be expected to complete the training within the first 2 weeks of employment. Training will include the following:
- The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
- How to interact and communicate with people with various types of disabilities;
- How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person;
- How to use the alternative means to help provide goods or services to people with disabilities;
- What to do if a person with a disability is having difficulty in accessing TransCore Link Logistics’ goods and services; and
- TransCore Link Logistics’ policies, practices and procedures relating to this Ontario Accessibility Customer Service Standard.
Applicable team members will be trained on policies, practices and procedures that affect the method in which goods and services are provided to people with disabilities in Ontario. Team members will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
Information and Communications
TransCore Link Logistics is committed to meeting the communication needs of people with disabilities. We will consult with people with disabilities to determine their information and communication needs. The ultimate goal of TransCore Link Logistics is to meet and surpass customer expectations while serving customers with disabilities in Ontario. Comments on its services regarding how well those expectations are being met are welcome and appreciated. Feedback regarding the way TransCore Link Logistics provides goods and services to people with disabilities in Ontario can be made verbally in person or by phone or by e-mail or fax. All feedback will be directed to TransCore Link Logistics’ Human Resources representative or Customer Service. Customers can expect to hear back in ten business days. TransCore Link Logistics will take the following steps to make all new websites and content on those sites conform with WCAG 2.0, Level A by January 1, 2014.
- Any videos posted to our website will be captioned
- Upon request, text-only emails will be issued
TransCore Link Logistics will take the following steps to ensure existing feedback processes are accessible to people with disabilities upon request by January 1, 2015.
- A link will be included on our website to email the Human Resource representative with feedback
- Reception will be instructed to provided feedback to HR or instruct our visitors how to provide feedback directly to HR
TransCore Link Logistics will take the following steps to make sure all publicly available information is made accessible upon request by January 1, 2016
- Large print information available upon request
- Text-only files will be emailed upon request
Modifications to this Policy
TransCore Link Logistics is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Policies, if any, of TransCore Link Logistics that do not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Questions about this Policy
This policy exists to achieve service excellence to customers with disabilities in Ontario. If anyone has a question about this policy, or if the purpose of this policy is not understood, an explanation should be provided by, or referred to the TransCore Link Logistics’ HR representative or Customer Service.
Notice of AODA Policy and Feedback Process
Provision of goods or services to People with Disabilities in Ontario
At TransCore Link Logistics, we strive to improve accessibility for our customers with disabilities. Pursuant to the Accessibility for Ontarians with Disabilities Act, we have developed an Ontario Accessibility Customer Service Policy Statement which is available at www.transcore.ca and upon request at our office. We welcome any comments, questions and suggestions you may have about the provision of our goods or services to people with disabilities in Ontario.
Please contact us online for your comments or suggestions or write to: Human Resources Representative, TransCore Link Logistics, 2 Robert Speck Parkway, Suite 900, Mississauga, ON L4Z 1H8.